About this role
As a Customer Engagement Team Lead, you'll play a critical role in creating outstanding participant experiences while driving team performance, engagement and continuous improvement. You'll lead, coach and develop a high-performing team, ensuring every interaction delivers value, empathy and quality outcomes.

Working closely with internal stakeholders, you'll use data and insights to improve service delivery, optimise performance and help shape the future of the customer experience.

What you'll be doing

- Leading, coaching and developing a team of Customer Engagement Consultants to achieve performance, quality and customer outcomes
- Creating a positive, accountable and engaged team culture aligned with our Little Leap behaviours
- Monitoring service delivery, customer interactions and operational performance to ensure quality, compliance and efficiency
- Identifying opportunities to improve processes, reduce customer effort and enhance participant experiences
- Using feedback, insights and performance data to drive continuous improvement.
- Building strong relationships with participants, providers, representatives and internal stakeholders
- Supporting retention and growth through proactive, high-value customer engagement
- Managing performance, recognising success and addressing performance concerns when required

About you
You'll be a proven people leader with experience developing and motivating customer-facing teams to deliver exceptional service outcomes.

With strong stakeholder management, communication and relationship-building skills, you're able to build trusted partnerships across the business. You also bring a passion for coaching and developing others, using your leadership experience to support individuals and teams to achieve their goals and consistently deliver high performance.

You'll bring:

- Demonstrated ability to deliver results in a fast-paced and evolving environment.




- A customer-centric mindset with a focus on quality, empathy and continuous improvement.
- Strong analytical skills with the ability to use data to inform decisions.
- Genuine passion for achieving positive outcomes for customers and their support networks.
- Experience within disability services or a related sector will be highly regarded.

About nib Thrive
nib's vision is better health and wellbeing for all Australians. We know there are few greater opportunities for us to have a meaningful social impact than in keeping people healthy, and now, in supporting people with disabilities. We plan to do this through innovative, human and digital solutions to make a difference to people who seek convenience, accessibility and inclusion.

nib Thrive is the National Disability Insurance Scheme (NDIS) business for the nib Group. In November 2022, nib acquired its first registered NDIS Plan Manager, since then we have continued to grow. We are now House of Brands who all operate as part of the nib Thrive family. nib Thrive currently supports over 40,000 participants with managing their plan.

Diversity, equity and inclusion
We embrace a versatile working environment and welcome candidates who reflect the diversity of the communities in which we operate. We're committed to an environment where everyone has the autonomy and freedom to be their authentic selves, every day. We encourage Aboriginal and Torres Strait Islander peoples, people living with disability, veterans, LGBTQIA+ as well as culturally diverse community members to apply for open roles.





nib Group is committed to creating an accessible recruitment process and employment experience. If you identify as a person living with disability and require adjustments to our online application, recruitment, selection and/or assessment process, or would like this advertisement in an alternative format, please contact us at nibemployment @nib.com.au.

Working at nib
Our hybrid working model offers flexibility to work from home or our purpose-built office Hubs, designed for focus, connection, and collaboration. We're committed to coming together with purpose.

Other benefits to support you at work (and play) include:

- New starter benefit to help set up a functional home workspace
- 50% discount on employee health insurance
- The opportunity to give back to the community through paid leave for volunteering through nib foundation
- Access to our nib Well Program and corporate fitness discounts
- Access to employee share plans, short-term incentive program and life and salary continuance insurance benefits
- 18 weeks paid parental leave for all new parents regardless of carer status, 5 days paid cultural leave for First Nations peoples and 4 weeks paid gender affirmation leave for trans, gender diverse and intersex employees

The fine print
All your information will be kept confidential according to EEO guidelines. Successful applicants will be required to complete a background check (including criminal history and bankruptcy check) prior to commencement of employment. All successful applicants will be required to obtain and hold valid NDIS clearances, including a valid working with children check as per nib's NDIS Workforce Policy.

We acknowledge Aboriginal and Torres Strait Islander peoples as the Traditional Custodians of the lands where we live, learn and work.

Next steps: If successful, you will receive an email from Sapia.ai inviting you to complete an online, chat‑based assessment.

📌 Customer Engagement Team Lead (Melbourne)
🏢 nib Group
📍 Melbourne